5 Replies Latest reply on Mar 1, 2016 8:08 AM by kpal00001

    Remote expert sandbox audio and video not connecting.

    sgriffinp21

      Hi All,

       

      I have just started looking in to remote expert and have been using the Cisco Sandbox to start off with some development.

       

      So far I haven't had much luck with getting an audio or video connection.

       

      Both browser and android applications are working for co-browsing, but initiating a call results in black boxes with no audio for bot the agent and caller.

       

      This worked briefly between browsers a couple of days ago but nothing since.

       

      Has anyone else had trouble with this?

       

      Are there any gotchas I need to look out for with the VPN or anything?

       

      Thanks for any replies,

       

      Shane Griffin

        • 1. Re: Remote expert sandbox audio and video not connecting.
          jokearns

          Hi Shane,

           

          Much of the remote expert mobile support is in the US so they will be online in a few hours. I have extended your reservation to account for your problem.

          I will take a look at the environment in the and see if all of your servers are good.

           

          Joe

          • 2. Re: Remote expert sandbox audio and video not connecting.
            dstaudt

            This was working for me just last night, though I did notice that calls would not complete using Firefox under Linux (Chrome worked fine.)

             

            It may be helpful if you can grab the browser console output (F12, select Console) and attach here.

            • 3. Re: Remote expert sandbox audio and video not connecting.
              sgriffinp21

              Console output form agent side. Login to call end. Sorry I just grabbed everything, nothing is jumping out at me to explain this.

               

              adapter.js:123 This appears to be Chrome

              csdk-common.js:92 Detected User Agent was: [chrome]

              csdk-common.js:112 CSDK version: [2,1,31,11]

              shared-windows.js:42 Loaded shared-windows.js

              assist-console.js:126 Setting screenShareActive callback.

              assist-console.js:131 Setting screenShareRejectedCallback

              assist-console-callmanager.js:182 set remote video element

              assist-console-callmanager.js:173 set local video element

              assist-console.js:150 Setting callEndedCallback.

              assist-console.js:145 Setting consumerLeftCallback.

              assist-console.js:139 Setting consumerJoinedCallback.

              assist-console.js:56 Setting connectionRetryCallback.

              assist-console.js:63 Setting connectionReestablishedCallback.

              assist-console.js:42 Setting connectivityLostCallback.

              expert-assist-console.js:688 Synchronous XMLHttpRequest on the main thread is deprecated because of its detrimental effects to the end user's experience. For more help, check http://xhr.spec.whatwg.org/.

              assist-console-callmanager.js:222 Session Token: nrr%3A%21%21ja.ja.ia.ff%3Acggh%21DJqFnJl%21nFIrvHzFqHJyy%3FJuuzFl%3D5N4N-eFggEHIe-hEHI-ggjc-JIch-ijHHjbjGdhIF

              csdk-common.js:138 received sessionId nrr%3A%21%21ja.ja.ia.ff%3Acggh%21DJqFnJl%21nFIrvHzFqHJyy%3FJuuzFl%3D5N4N-eFggEHIe-hEHI-ggjc-JIch-ijHHjbjGdhIF

              csdk-common.js:140 Using URI wss://10.10.20.55:8443/gateway/websocketcall?appkey=FWGW-6e44fcb6-3fcb-4418-ab83-21cc191d73be

              csdk-common.js:145 Phone available, adding

              csdk-phone.js:661 Using LocalMediaGeneratorChrome

              csdk-phone.js:1447 'webkitAudioContext' is deprecated. Please use 'AudioContext' instead.

              csdk-phone.js:1123 UC.phone is supported - Creating a UC.phone

              csdk-phone.js:1269 User-Agent: [Mozilla/5.0 (Macintosh; Intel Mac OS X 10_10_1) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/47.0.2526.106 Safari/537.36]

              csdk-common.js:447 Socket Down, queing message for sending

              csdk-common.js:150 Presence available, adding

              csdk-common.js:155 AED available, adding

              csdk-aed.js:40 Creating Chrome/IE/Firefox AED

              csdk-common.js:356 Fri Jan 08 2016 10:06:37 GMT+0000 (GMT) Info: Opening WebSocket wss://10.10.20.55:8443/gateway/websocketcall?appkey=FWGW-6e44fcb6-3fcb-4418-ab83-21cc191d73be

              csdk-common.js:447 Socket Down, queing message for sending

              csdk-phone.js:762 Requesting access to local media with mediaConstraints: [{"audio":true,"video":{"mandatory":{},"optional":[{"minWidth":640},{"minHeight":480},{"maxWidth":640},{"maxHeight":480},{"minFrameRate":15},{"maxFrameRate":15}]}}]

              csdk-phone.js:707 User has granted access to local media.

              csdk-phone.js:1533 Element was not defined, not attaching stream

              csdk-phone.js:1131 [[object Object]] - Firing onLocalMediaStream() callback

              csdk-phone.js:3543 Local media acquired by phone object: [[object MediaStream]]

              12csdk-common.js:447 Socket Down, queing message for sending

              csdk-common.js:368 Fri Jan 08 2016 10:06:39 GMT+0000 (GMT) Info: WebSocket connection opened.

              csdk-common.js:464 Sending: {"type":"CAPABILITIES","user-agent":"Mozilla/5.0 (Macintosh; Intel Mac OS X 10_10_1) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/47.0.2526.106 Safari/537.36"}

              csdk-common.js:464 Sending: {"type":"INITIALISE"}

              csdk-common.js:382 Received: [{"type":"PING"}]

              csdk-common.js:464 Sending: {"type":"PONG"}

              csdk-common.js:382 Received: [{"type":"INITIALISATION_SUCCESS","swift-version":2}]

              csdk-common.js:172 Firing onInitialised()

              assist-console-callmanager.js:229 UC onInitialised fired

              csdk-phone.js:1136 [[object Object]] - setPreviewElement() with: [[object HTMLDivElement]]

              csdk-phone.js:1549 Attaching media stream: [[object MediaStream]] to element: [[object HTMLDivElement]]

              4expert-assist-console.js:515 csdk session is still alive.  Will check again in 30000ms

              csdk-common.js:382 Received: [{"type":"PING"}]

              csdk-common.js:464 Sending: {"type":"PONG"}

              4expert-assist-console.js:515 csdk session is still alive.  Will check again in 30000ms

              csdk-common.js:382 Received: [{"type":"CONNECT","callId":"GW_786844183525062002","remoteAddress":"assist-2v57f6ad5kigfsdgfief3la41"}]

              csdk-common.js:464 Sending: {"type":"RINGING","callId":"GW_786844183525062002"}

              csdk-phone.js:1224 onIncomingCall() with: [Call: id [GW_786844183525062002], remote address [assist-2v57f6ad5kigfsdgfief3la41],  remote display name [], elapsed time [0:00]]

              assist-console-callmanager.js:234 incoming call: GW_786844183525062002

              csdk-common.js:382 Received: [{"type":"CALL_CONFIG","callId":"GW_786844183525062002","iceServers":[]}]

              csdk-phone.js:2154 Creating peer connection with iceServers []

              csdk-phone.js:2489 Created RTCPeerConnnection with:

                config: '{"iceServers":[]}';

                constraints: '{}'.

              csdk-phone.js:1850 Generating media for call: [GW_786844183525062002]

              csdk-phone.js:1858 Local Media Stream not available yet, waiting to generate SDP

              csdk-common.js:382 Received: {"type":"MULTIPART","content":"[{\"type\":\"OFFER\",\"callId\":\"GW_786844183525062002\",\"sdp\":\"v=0\\r\\no=- 1259531974 1 IN IP4 10.10.20.55\\r\\ns=-\\r\\nc=IN IP4 10.10.20.55\\r\\nt=0 0\\r\\na=group:BUNDLE audio video\\r\\na=msid-semantic: WMS RYqffdk6JFBFBGaXeaNPeiPElJN3Uep40l4T\\r\\nm=audio 16001 RTP/SAVPF 111 0 8 18\\r\\na=rtpmap:111 opus/48000/2\\r\\na=fmtp:111 minptime=10;\\r\\na=rtpmap:0 PCMU/8000\\r\\na=rtpmap:8 PCMA/8000\\r\\na=rtpmap:18 G729/8000\\r\\na=sendrecv\\r\\na=rtcp:1 IN IP4 10.10.20.55\\r\\na=rtcp-mux\\r\\na=candidate:789654123 1 udp 1 10.10.20.5","multipartID":1,"finalMultipartID":6}

              csdk-common.js:382 Received: {"type":"MULTIPART","content":"5 16001 typ host generation 0\\r\\na=candidate:789654123 2 udp 1 10.10.20.55 16001 typ host generation 0\\r\\na=crypto:1 AES_CM_128_HMAC_SHA1_80 inline:y9b13RFg6GUjzyJljKD0BBxz8LCkDqdB97ygg6nQ\\r\\na=fingerprint:sha-256 DB:50:F4:D4:98:30:62:E3:5D:E3:99:BC:43:6D:A4:A3:41:F2:6D:D7:79:40:8A:D5:D7:B7:D4:C3:2D:03:E9:44\\r\\na=ice-ufrag:C4ifIho9\\r\\na=ice-pwd:woN5ppmi0pv8E4h2rWQTCpZJ\\r\\na=ssrc:2600966580 cname:plgGCXcacVLPNAGi\\r\\na=ssrc:2600966580 msid:RYqffdk6JFBFBGaXeaNPeiPElJN3Uep40l4T RYqffdk6JFBFBGaXeaNPe","multipartID":2,"finalMultipartID":6}

              csdk-common.js:382 Received: {"type":"MULTIPART","content":"iPElJN3Uep40l4Ta0\\r\\na=ssrc:2600966580 mslabel:RYqffdk6JFBFBGaXeaNPeiPElJN3Uep40l4T\\r\\na=ssrc:2600966580 label:RYqffdk6JFBFBGaXeaNPeiPElJN3Uep40l4Ta0\\r\\na=mid:audio\\r\\na=setup:actpass\\r\\nm=video 16001 RTP/SAVPF 100 97\\r\\na=rtpmap:100 VP8/90000\\r\\na=rtcp-fb:100 nack\\r\\na=rtcp-fb:100 ccm fir\\r\\na=rtcp-fb:100 nack pli\\r\\na=rtcp-fb:100 goog-remb\\r\\na=rtpmap:97 H264/90000\\r\\na=fmtp:97 profile-level-id=42801E;packetization-mode=0;level-asymmetry-allowed=1\\r\\na=rtcp-fb:97 nack\\r\\na=rtcp-fb:97 ccm fir\\r","multipartID":3,"finalMultipartID":6}

              csdk-common.js:382 Received: {"type":"MULTIPART","content":"\\na=rtcp-fb:97 nack pli\\r\\na=rtcp-fb:97 goog-remb\\r\\na=sendrecv\\r\\na=rtcp:1 IN IP4 10.10.20.55\\r\\na=rtcp-mux\\r\\na=imageattr:100 send [x=640,y=480] [x=320,y=240] [x=272,y=224] [x=224,y=176] [x=176,y=144] recv [x=640,y=480] [x=320,y=240] [x=272,y=224] [x=224,y=176] [x=176,y=144]\\r\\na=imageattr:97 send [x=640,y=480] [x=320,y=240] [x=272,y=224] [x=224,y=176] [x=176,y=144] recv [x=640,y=480] [x=320,y=240] [x=272,y=224] [x=224,y=176] [x=176,y=144]\\r\\na=candidate:789654123 1 udp 1 10.10.20.55 16001 typ","multipartID":4,"finalMultipartID":6}

              csdk-common.js:382 Received: {"type":"MULTIPART","content":" host generation 0\\r\\na=candidate:789654123 2 udp 1 10.10.20.55 16001 typ host generation 0\\r\\na=crypto:1 AES_CM_128_HMAC_SHA1_80 inline:y9b13RFg6GUjzyJljKD0BBxz8LCkDqdB97ygg6nQ\\r\\na=fingerprint:sha-256 DB:50:F4:D4:98:30:62:E3:5D:E3:99:BC:43:6D:A4:A3:41:F2:6D:D7:79:40:8A:D5:D7:B7:D4:C3:2D:03:E9:44\\r\\na=ice-ufrag:C4ifIho9\\r\\na=ice-pwd:woN5ppmi0pv8E4h2rWQTCpZJ\\r\\na=ssrc:4291643493 cname:plgGCXcacVLPNAGi\\r\\na=ssrc:4291643493 msid:RYqffdk6JFBFBGaXeaNPeiPElJN3Uep40l4T RYqffdk6JFBFBGaXeaNPeiPElJN3Uep4","multipartID":5,"finalMultipartID":6}

              csdk-common.js:382 Received: {"type":"MULTIPART","content":"0l4Tv0\\r\\na=ssrc:4291643493 mslabel:RYqffdk6JFBFBGaXeaNPeiPElJN3Uep40l4T\\r\\na=ssrc:4291643493 label:RYqffdk6JFBFBGaXeaNPeiPElJN3Uep40l4Tv0\\r\\na=mid:video\\r\\na=setup:actpass\\r\\n\",\"remoteParty\":\"assist-2v57f6ad5kigfsdgfief3la41\"}]","multipartID":6,"finalMultipartID":6}

              csdk-common.js:269 Combined: [{"type":"OFFER","callId":"GW_786844183525062002","sdp":"v=0\r\no=- 1259531974 1 IN IP4 10.10.20.55\r\ns=-\r\nc=IN IP4 10.10.20.55\r\nt=0 0\r\na=group:BUNDLE audio video\r\na=msid-semantic: WMS RYqffdk6JFBFBGaXeaNPeiPElJN3Uep40l4T\r\nm=audio 16001 RTP/SAVPF 111 0 8 18\r\na=rtpmap:111 opus/48000/2\r\na=fmtp:111 minptime=10;\r\na=rtpmap:0 PCMU/8000\r\na=rtpmap:8 PCMA/8000\r\na=rtpmap:18 G729/8000\r\na=sendrecv\r\na=rtcp:1 IN IP4 10.10.20.55\r\na=rtcp-mux\r\na=candidate:789654123 1 udp 1 10.10.20.55 16001 typ host generation 0\r\na=candidate:789654123 2 udp 1 10.10.20.55 16001 typ host generation 0\r\na=crypto:1 AES_CM_128_HMAC_SHA1_80 inline:y9b13RFg6GUjzyJljKD0BBxz8LCkDqdB97ygg6nQ\r\na=fingerprint:sha-256 DB:50:F4:D4:98:30:62:E3:5D:E3:99:BC:43:6D:A4:A3:41:F2:6D:D7:79:40:8A:D5:D7:B7:D4:C3:2D:03:E9:44\r\na=ice-ufrag:C4ifIho9\r\na=ice-pwd:woN5ppmi0pv8E4h2rWQTCpZJ\r\na=ssrc:2600966580 cname:plgGCXcacVLPNAGi\r\na=ssrc:2600966580 msid:RYqffdk6JFBFBGaXeaNPeiPElJN3Uep40l4T RYqffdk6JFBFBGaXeaNPeiPElJN3Uep40l4Ta0\r\na=ssrc:2600966580 mslabel:RYqffdk6JFBFBGaXeaNPeiPElJN3Uep40l4T\r\na=ssrc:2600966580 label:RYqffdk6JFBFBGaXeaNPeiPElJN3Uep40l4Ta0\r\na=mid:audio\r\na=setup:actpass\r\nm=video 16001 RTP/SAVPF 100 97\r\na=rtpmap:100 VP8/90000\r\na=rtcp-fb:100 nack\r\na=rtcp-fb:100 ccm fir\r\na=rtcp-fb:100 nack pli\r\na=rtcp-fb:100 goog-remb\r\na=rtpmap:97 H264/90000\r\na=fmtp:97 profile-level-id=42801E;packetization-mode=0;level-asymmetry-allowed=1\r\na=rtcp-fb:97 nack\r\na=rtcp-fb:97 ccm fir\r\na=rtcp-fb:97 nack pli\r\na=rtcp-fb:97 goog-remb\r\na=sendrecv\r\na=rtcp:1 IN IP4 10.10.20.55\r\na=rtcp-mux\r\na=imageattr:100 send [x=640,y=480] [x=320,y=240] [x=272,y=224] [x=224,y=176] [x=176,y=144] recv [x=640,y=480] [x=320,y=240] [x=272,y=224] [x=224,y=176] [x=176,y=144]\r\na=imageattr:97 send [x=640,y=480] [x=320,y=240] [x=272,y=224] [x=224,y=176] [x=176,y=144] recv [x=640,y=480] [x=320,y=240] [x=272,y=224] [x=224,y=176] [x=176,y=144]\r\na=candidate:789654123 1 udp 1 10.10.20.55 16001 typ host generation 0\r\na=candidate:789654123 2 udp 1 10.10.20.55 16001 typ host generation 0\r\na=crypto:1 AES_CM_128_HMAC_SHA1_80 inline:y9b13RFg6GUjzyJljKD0BBxz8LCkDqdB97ygg6nQ\r\na=fingerprint:sha-256 DB:50:F4:D4:98:30:62:E3:5D:E3:99:BC:43:6D:A4:A3:41:F2:6D:D7:79:40:8A:D5:D7:B7:D4:C3:2D:03:E9:44\r\na=ice-ufrag:C4ifIho9\r\na=ice-pwd:woN5ppmi0pv8E4h2rWQTCpZJ\r\na=ssrc:4291643493 cname:plgGCXcacVLPNAGi\r\na=ssrc:4291643493 msid:RYqffdk6JFBFBGaXeaNPeiPElJN3Uep40l4T RYqffdk6JFBFBGaXeaNPeiPElJN3Uep40l4Tv0\r\na=ssrc:4291643493 mslabel:RYqffdk6JFBFBGaXeaNPeiPElJN3Uep40l4T\r\na=ssrc:4291643493 label:RYqffdk6JFBFBGaXeaNPeiPElJN3Uep40l4Tv0\r\na=mid:video\r\na=setup:actpass\r\n","remoteParty":"assist-2v57f6ad5kigfsdgfief3la41"}]

              csdk-phone.js:1850 Generating media for call: [GW_786844183525062002]

              csdk-phone.js:1858 Local Media Stream not available yet, waiting to generate SDP

              assist-console-callmanager.js:245 incoming call accepted: GW_786844183525062002

              csdk-phone.js:2619 [Call: id [GW_786844183525062002], remote address [assist-2v57f6ad5kigfsdgfief3la41],  remote display name [], elapsed time [0:00]] - setVideoElement() with: [[object HTMLDivElement]]

              csdk-phone.js:1537 Stream was not defined, not attaching stream

              csdk-phone.js:2592 [Call: id [GW_786844183525062002], remote address [assist-2v57f6ad5kigfsdgfief3la41],  remote display name [], elapsed time [0:00]] - answer() with audio: [true], video: [true]

              csdk-phone.js:1533 Element was not defined, not attaching stream

              csdk-phone.js:2267 [Call: id [GW_786844183525062002], remote address [assist-2v57f6ad5kigfsdgfief3la41],  remote display name [], elapsed time [0:00]] - Firing onLocalMediaStream() callback

              csdk-phone.js:3906 onLocalMediaStream: Got Media Stream: [object MediaStream]

              csdk-phone.js:1850 Generating media for call: [GW_786844183525062002]

              csdk-phone.js:2078 Call in state: [0] - Call has not been accepted by the user, not generating SDP

              csdk-phone.js:1850 Generating media for call: [GW_786844183525062002]

              csdk-phone.js:2042 Call in state: [1], triggering SDP negotiation

              csdk-phone.js:2054 Remote party offered, generating Answer

              csdk-phone.js:1940 Call with stream: 1SFVDB7B0DyuPjh8g0sFolWCazkKLztxvxHR

              expert-assist-console.js:529 No calls in queue, will not show Inbound call prompt

              csdk-phone.js:1549 Attaching media stream: [[object MediaStream]] to element: [[object HTMLDivElement]]

              csdk-phone.js:2352 [Call: id [GW_786844183525062002], remote address [assist-2v57f6ad5kigfsdgfief3la41],  remote display name [], elapsed time [0:00]] - Firing onRemoteMediaStream() with: [[object MediaStream]]

              csdk-phone.js:3933 onRemoteMediaStream: Got Media Stream: [object MediaStream]

              csdk-phone.js:1682 Adding image attributes to the SDP we are sending out

              csdk-common.js:461 Splitting: {"type":"ANSWER","callId":"GW_786844183525062002","sdp":"v=0\r\no=- 5646260762451111204 2 IN IP4 127.0.0.1\r\ns=-\r\nt=0 0\r\na=group:BUNDLE audio video\r\na=msid-semantic: WMS 1SFVDB7B0DyuPjh8g0sFolWCazkKLztxvxHR\r\nm=audio 9 RTP/SAVPF 111 0 8\r\nc=IN IP4 0.0.0.0\r\na=rtcp:9 IN IP4 0.0.0.0\r\na=ice-ufrag:ZFgsMVtld7Bg4Boy\r\na=ice-pwd:aOtvXSSneivPphDgv1xC62rj\r\na=fingerprint:sha-256 E7:AD:A7:E7:C4:D3:6C:23:D2:A7:38:04:4B:9F:C6:6E:59:50:29:B3:28:09:92:CA:5D:62:58:9A:09:D9:3F:1A\r\na=setup:active\r\na=mid:audio\r\na=sendrecv\r\na=rtcp-mux\r\na=rtpmap:111 opus/48000/2\r\na=fmtp:111 minptime=10; useinbandfec=1\r\na=rtpmap:0 PCMU/8000\r\na=rtpmap:8 PCMA/8000\r\na=maxptime:60\r\na=ssrc:2520412357 cname:N24FemV31svCp6L0\r\na=ssrc:2520412357 msid:1SFVDB7B0DyuPjh8g0sFolWCazkKLztxvxHR 57f2257c-c8b0-4714-b22f-94cac0af05fa\r\na=ssrc:2520412357 mslabel:1SFVDB7B0DyuPjh8g0sFolWCazkKLztxvxHR\r\na=ssrc:2520412357 label:57f2257c-c8b0-4714-b22f-94cac0af05fa\r\nm=video 9 RTP/SAVPF 100\r\nc=IN IP4 0.0.0.0\r\na=rtcp:9 IN IP4 0.0.0.0\r\na=ice-ufrag:ZFgsMVtld7Bg4Boy\r\na=ice-pwd:aOtvXSSneivPphDgv1xC62rj\r\na=fingerprint:sha-256 E7:AD:A7:E7:C4:D3:6C:23:D2:A7:38:04:4B:9F:C6:6E:59:50:29:B3:28:09:92:CA:5D:62:58:9A:09:D9:3F:1A\r\na=setup:active\r\na=mid:video\r\na=sendrecv\r\na=rtcp-mux\r\na=rtpmap:100 VP8/90000\r\na=rtcp-fb:100 ccm fir\r\na=rtcp-fb:100 nack\r\na=rtcp-fb:100 nack pli\r\na=rtcp-fb:100 goog-remb\r\na=ssrc:402926881 cname:N24FemV31svCp6L0\r\na=ssrc:402926881 msid:1SFVDB7B0DyuPjh8g0sFolWCazkKLztxvxHR 6a029383-0432-47ae-87aa-13fe15005173\r\na=ssrc:402926881 mslabel:1SFVDB7B0DyuPjh8g0sFolWCazkKLztxvxHR\r\na=ssrc:402926881 label:6a029383-0432-47ae-87aa-13fe15005173\r\na=imageattr:* send [x=176,y=144] [x=224,y=176] [x=272,y=224] [x=320,y=240] [x=640,y=480] [x=1280,y=720] recv [x=176,y=144] [x=224,y=176] [x=272,y=224] [x=320,y=240] [x=640,y=480] [x=1280,y=720]"}

              csdk-common.js:464 Sending: {"type":"MULTIPART","multipartID":1,"finalMultipartID":4,"content":"{\"type\":\"ANSWER\",\"callId\":\"GW_786844183525062002\",\"sdp\":\"v=0\\r\\no=- 5646260762451111204 2 IN IP4 127.0.0.1\\r\\ns=-\\r\\nt=0 0\\r\\na=group:BUNDLE audio video\\r\\na=msid-semantic: WMS 1SFVDB7B0DyuPjh8g0sFolWCazkKLztxvxHR\\r\\nm=audio 9 RTP/SAVPF 111 0 8\\r\\nc=IN IP4 0.0.0.0\\r\\na=rtcp:9 IN IP4 0.0.0.0\\r\\na=ice-ufrag:ZFgsMVtld7Bg4Boy\\r\\na=ice-pwd:aOtvXSSneivPphDgv1xC62rj\\r\\na=fingerprint:sha-256 E7:AD:A7:E7:C4:D3:6C:23:D2:A7:38:04:4B:9F:C6:6E:59:50:29:B3:28:09:92:CA:5D:62:58:9A:09:D9:3F:1A\\r\\na=setup:active"}

              csdk-common.js:464 Sending: {"type":"MULTIPART","multipartID":2,"finalMultipartID":4,"content":"\\r\\na=mid:audio\\r\\na=sendrecv\\r\\na=rtcp-mux\\r\\na=rtpmap:111 opus/48000/2\\r\\na=fmtp:111 minptime=10; useinbandfec=1\\r\\na=rtpmap:0 PCMU/8000\\r\\na=rtpmap:8 PCMA/8000\\r\\na=maxptime:60\\r\\na=ssrc:2520412357 cname:N24FemV31svCp6L0\\r\\na=ssrc:2520412357 msid:1SFVDB7B0DyuPjh8g0sFolWCazkKLztxvxHR 57f2257c-c8b0-4714-b22f-94cac0af05fa\\r\\na=ssrc:2520412357 mslabel:1SFVDB7B0DyuPjh8g0sFolWCazkKLztxvxHR\\r\\na=ssrc:2520412357 label:57f2257c-c8b0-4714-b22f-94cac0af05fa\\r\\nm=video 9 RTP/SAVPF 100\\r\\nc=IN IP4 0.0.0.0"}

              csdk-common.js:464 Sending: {"type":"MULTIPART","multipartID":3,"finalMultipartID":4,"content":"\\r\\na=rtcp:9 IN IP4 0.0.0.0\\r\\na=ice-ufrag:ZFgsMVtld7Bg4Boy\\r\\na=ice-pwd:aOtvXSSneivPphDgv1xC62rj\\r\\na=fingerprint:sha-256 E7:AD:A7:E7:C4:D3:6C:23:D2:A7:38:04:4B:9F:C6:6E:59:50:29:B3:28:09:92:CA:5D:62:58:9A:09:D9:3F:1A\\r\\na=setup:active\\r\\na=mid:video\\r\\na=sendrecv\\r\\na=rtcp-mux\\r\\na=rtpmap:100 VP8/90000\\r\\na=rtcp-fb:100 ccm fir\\r\\na=rtcp-fb:100 nack\\r\\na=rtcp-fb:100 nack pli\\r\\na=rtcp-fb:100 goog-remb\\r\\na=ssrc:402926881 cname:N24FemV31svCp6L0\\r\\na=ssrc:402926881 msid:1SFVDB7B0DyuPjh8g0sFolWCaz"}

              csdk-common.js:464 Sending: {"type":"MULTIPART","multipartID":4,"finalMultipartID":4,"content":"kKLztxvxHR 6a029383-0432-47ae-87aa-13fe15005173\\r\\na=ssrc:402926881 mslabel:1SFVDB7B0DyuPjh8g0sFolWCazkKLztxvxHR\\r\\na=ssrc:402926881 label:6a029383-0432-47ae-87aa-13fe15005173\\r\\na=imageattr:* send [x=176,y=144] [x=224,y=176] [x=272,y=224] [x=320,y=240] [x=640,y=480] [x=1280,y=720] recv [x=176,y=144] [x=224,y=176] [x=272,y=224] [x=320,y=240] [x=640,y=480] [x=1280,y=720]\"}"}

              csdk-common.js:464 Sending: {"type":"ICE_CANDIDATE","candidate":"candidate:3456331231 1 udp 2122194687 10.2.0.212 57553 typ host generation 0","sdpMLineIndex":0,"sdpMid":"audio","callId":"GW_786844183525062002"}

              csdk-common.js:464 Sending: {"type":"ICE_CANDIDATE","candidate":"candidate:908558445 1 udp 2122260223 192.168.210.25 57980 typ host generation 0","sdpMLineIndex":0,"sdpMid":"audio","callId":"GW_786844183525062002"}

              csdk-common.js:464 Sending: {"type":"ICE_CANDIDATE","candidate":"candidate:2155909423 1 tcp 1518214911 10.2.0.212 0 typ host tcptype active generation 0","sdpMLineIndex":0,"sdpMid":"audio","callId":"GW_786844183525062002"}

              csdk-common.js:464 Sending: {"type":"ICE_CANDIDATE","candidate":"candidate:2024045725 1 tcp 1518280447 192.168.210.25 0 typ host tcptype active generation 0","sdpMLineIndex":0,"sdpMid":"audio","callId":"GW_786844183525062002"}

              csdk-common.js:382 Received: [{"type":"OK","callId":"GW_786844183525062002"}]

              csdk-common.js:382 Received: [{"type":"ESTABLISHED","callId":"GW_786844183525062002"}]

              csdk-phone.js:2172 [Call: id [GW_786844183525062002], remote address [assist-2v57f6ad5kigfsdgfief3la41],  remote display name [], elapsed time [0:00]] - Firing onInCall() callback

              expert-assist-console.js:727 retrieving share items from urlPath = resourcemanager/urls?guid=b4abe788-89dc-cf3f-963c-f3721bb56eaa

              csdk-phone.js:2613 [Call: id [GW_786844183525062002], remote address [assist-2v57f6ad5kigfsdgfief3la41],  remote display name [], elapsed time [0:00]] - setPreviewElement() with: [[object HTMLDivElement]]

              csdk-phone.js:1549 Attaching media stream: [[object MediaStream]] to element: [[object HTMLDivElement]]

              assist-aed.js:449  Info: Socket connection for topic assist-2v57f6ad5kigfsdgfief3la41 opened.

              assist-console.js:635 Participant joined: role = agent

              assist-aed.js:80 Join topic message received for topic 0 from 1

              assist-console.js:635 Participant joined: role = consumer

              assist-console.js:638 Calling consumerJoinedCallback.

              expert-assist-console.js:515 csdk session is still alive.  Will check again in 30000ms

              assist-aed.js:99 Leave topic message received for topic 0 from 1

              assist-console.js:644 Participant left; role = consumer

              assist-console.js:653 Calling consumerLeftCallback.

              expert-assist-console.js:397 setConsumerLeftCallback (consumer network issues)

              csdk-common.js:382 Received: [{"type":"END","callId":"GW_786844183525062002","reason":null}]

              csdk-phone.js:2186 [Call: id [GW_786844183525062002], remote address [assist-2v57f6ad5kigfsdgfief3la41],  remote display name [], elapsed time [0:27]] - Firing onEnded() callback

              expert-assist-console.js:90 Consumer left Agent Assist pages.

              expert-assist-console.js:595 The call queue is empty

              csdk-common.js:382 Received: [{"type":"PING"}]

              csdk-common.js:464 Sending: {"type":"PONG"}

              4expert-assist-console.js:515 csdk session is still alive.  Will check again in 30000ms

              • 4. Re: Remote expert sandbox audio and video not connecting.
                dstaudt

                Are you trying to use the 'Collaboration Endpoints' lab or the dedicated 'Remote Expert Mobile' lab?

                • 5. Re: Remote expert sandbox audio and video not connecting.
                  kpal00001

                  I am using our application on latest chrome: Version 48.0.2564.116

                   

                  During the call I am getting error on remote video hold/resume. In console I am getting below line

                   

                  Element was not defined, not attaching stream:

                   

                  Remote party answered, generating OK

                  fcsdk-phone.js:2435 Call with stream: eHHAfv421FyozYZdbIJRFV1Vqh2XINkbC4Kg

                  fcsdk-common.js:665 Sending: {"type":"OK","callId":"GW-1"}

                  fcsdk-phone.js:1900 Element was not defined, not attaching stream

                  fcsdk-phone.js:2867 [Call: id [GW-1], remote address [1111001-20161301-011344],  remote display name [FAS Caller], elapsed time [0:26]] - Firing onRemoteMediaStream() with: [[object MediaStream]]

                  fcsdk-phone.js:4894 onRemoteMediaStream: Got Media Stream: [object MediaStream]

                  fcsdk-phone.js:2847 [Call: id [GW-1], remote address [1111001-20161301-011344],  remote display name [FAS Caller], elapsed time [0:28]] - Firing onVideoStreamAdded() with: [content]

                  fcsdk-phone.js:4944 onRemoteVideoAdded(): The stream with Id [content] has been removed

                  fcsdk-phone.js:2850 [Call: id [GW-1], remote address [1111001-20161301-011344],  remote display name [FAS Caller], elapsed time [0:28]] - Firing onRemoteVideoResized() with: [640], [480], [content]

                  fcsdk-phone.js:4921 onRemoteVideoResized(): The stream: [content] has been resized to: [640] by [480]

                  fcsdk-phone.js:2855 Uncaught TypeError: Cannot set property 'videoWidth' of undefined

                   

                  Can anyone help me on this..?